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BBM Application Specialist – Contact Centre
at Bell Canada in Montreal, QC, CANADA
Name and description of the hiring department:
Support incident and problem resolution as well as change and maintenance activities in his field(s) of expertise. His primary function is to identify root cause and provide fixes. Has the ability to understand an overview of customer solutions.
Your accountabilities will be:
Daily Activities
Prime for resolution
· Ensure support in his field(s) of expertise
· Diagnose, resolve and follow-up on incidents, problems and alarms
· Manage activities based on Service Level Agreement with assistance of the application analyst(s).
· Document and update all the activities in the ticketing system
· Investigation & deployment to resolve, improve or maintain solution.
Participate in assigned requests for customers & partners from the existing processes but not limited to:
· Email
· Phone communications
· Conference calls
· Meetings
Within CCSO
· Ensure the quality assurance for the services delivered
· Inform ticket owner of any update in resolution
Execute Move, Add and Change request when required
General Activities
Engage appropriate parties related to ticket opened with vendor and/or professional service team
Participate in activities such as:
- Investigation (Root cause analysis, architectural solution)
- Development (vendor / Internal)
- Deployment (change request form, environments phases, tools)
- Testing (Bug testing, regression testing)
- Customer validation (Bug Testing and ticket closing)
- Documentation update (knowledge database, service design package)
Create and maintain customer and internal technical documentation
Develop expertise and best practices in your area(s) of expertise
Required to carry a pager when necessary
Potential to work outside of normal business hours
Your qualifications/ competencies are:
Technical skill requirements:
Experience with data base systems (MSSQL, Oracle, MySQL)
Experience with the following programming languages : .NET, Java, SQL
Knowledge with systems integration
Knowledge with operating system (Windows, Unix, Linux)
Bachelors Degree in Computer Sciences
Technical experience with emergent technologies
Excellent communication skills
ITIL Knowledge
Relationship building skills are mandatory to develop and sustain effective client relationships. Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
French & English oral and written skills - mandatory
Additional Information:
Position Type: Management
Company name: Bell Business Markets
Resource person's name: Tatiana Nazon
Date Candidate Required: ASAP
Application Deadline: September 13, 2010
Job Location: Montreal
Bell Canada also offers a comprehensive benefits program and competitive working conditions. The benefits program mainly includes health, life, and pension and provides development opportunities. Benefit for full time permanent employees start the first day of employment.
The masculine and feminine used in this job offer refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
------------------------------------------------------------------------------------------------
Information For Current Bell Employees:
Please note that the only information related to Objective Performance (O: P) that should be included on your resume or cover letter is your current O: P rating (Exceeds, Meets etc.).
A more detailed copy of your O: P may be requested at a later date
Quest for the Best bonus: $1,500
Contribution Path: CP2
Support incident and problem resolution as well as change and maintenance activities in his field(s) of expertise. His primary function is to identify root cause and provide fixes. Has the ability to understand an overview of customer solutions.
Your accountabilities will be:
Daily Activities
Prime for resolution
· Ensure support in his field(s) of expertise
· Diagnose, resolve and follow-up on incidents, problems and alarms
· Manage activities based on Service Level Agreement with assistance of the application analyst(s).
· Document and update all the activities in the ticketing system
· Investigation & deployment to resolve, improve or maintain solution.
Participate in assigned requests for customers & partners from the existing processes but not limited to:
· Phone communications
· Conference calls
· Meetings
Within CCSO
· Ensure the quality assurance for the services delivered
· Inform ticket owner of any update in resolution
Execute Move, Add and Change request when required
General Activities
Engage appropriate parties related to ticket opened with vendor and/or professional service team
Participate in activities such as:
- Investigation (Root cause analysis, architectural solution)
- Development (vendor / Internal)
- Deployment (change request form, environments phases, tools)
- Testing (Bug testing, regression testing)
- Customer validation (Bug Testing and ticket closing)
- Documentation update (knowledge database, service design package)
Create and maintain customer and internal technical documentation
Develop expertise and best practices in your area(s) of expertise
Required to carry a pager when necessary
Potential to work outside of normal business hours
Your qualifications/ competencies are:
Technical skill requirements:
Experience with data base systems (MSSQL, Oracle, MySQL)
Experience with the following programming languages : .NET, Java, SQL
Knowledge with systems integration
Knowledge with operating system (Windows, Unix, Linux)
Bachelors Degree in Computer Sciences
Technical experience with emergent technologies
Excellent communication skills
ITIL Knowledge
Relationship building skills are mandatory to develop and sustain effective client relationships. Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
French & English oral and written skills - mandatory
Additional Information:
Position Type: Management
Company name: Bell Business Markets
Resource person's name: Tatiana Nazon
Date Candidate Required: ASAP
Application Deadline: September 13, 2010
Job Location: Montreal
Bell Canada also offers a comprehensive benefits program and competitive working conditions. The benefits program mainly includes health, life, and pension and provides development opportunities. Benefit for full time permanent employees start the first day of employment.
The masculine and feminine used in this job offer refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
------------------------------------------------------------------------------------------------
Information For Current Bell Employees:
Please note that the only information related to Objective Performance (O: P) that should be included on your resume or cover letter is your current O: P rating (Exceeds, Meets etc.).
A more detailed copy of your O: P may be requested at a later date
Quest for the Best bonus: $1,500
Contribution Path: CP2
Published at 01-09-2010
Viewed: 8 times
Viewed: 8 times